Foundations of Business Analysis

  Order Description     Case Study – Visa Inc. Visa Inc. operates the world's largest retail electronic payments network and is one of the most recognised global financial services brands. It facilitates global commerce through the transfer of value and information among financial institutions, merchants, consumers, businesses and government entities. To address online fraud, Visa requires information on the effectiveness of its online security system via customer experiences with fraudulent behaviours to maintain and/or improve Visa’s market share. ??Page 1 of 7 The research team, which you are part of, has collected data to assess the effectiveness of Visa Inc. online security system. Data on customer experience regarding personal fraud is also collected. A simple random sample of 2000 customers was selected. Of the 2000 customers to whom surveys were sent, 420 responded. The survey used to collect data is provided below and the survey responses have been collated in the dataset named Visa_Inc_data_T3 2017.xlsx file available under the Assessment folder in UoN Blackboard. You are required to write a report after performing analysis on the data collected from the customers of Visa Inc. A member of the research team has suggested that a series of hypothesis tests should be conducted to examine the following: 1. Is the number of card fraud experienced the same across gender? 2. Are there differences across the age groups regarding card fraud? 3. What is the average time lost in resolving a card fraud? If Visa Inc. has set a time-period which is acceptable at 12 hours, will this be a significant improvement to the response time compared to what customers have experienced before? 4. How often does an online or offline card fraud occur? Visa Inc. is willing to invest in an updated online security which will decrease the number of online card fraud only if online transactions are more vulnerable to fraud compared to offline transactions. What is your recommendation? 5. Do any of the customers’ satisfaction scores of ‘response time’, ‘the level of advice’, and ‘the level of communication’ influence the overall satisfaction with the credit card fraud resolution team?